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OMG44
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Maximum Frustration!!!!!!!

HP Deskjet 2655
macOS 10.15 Catalina

I am so unbelievably frustrated! I bought an HP deskjet 2655 and have been trying to get it to work over my wifi..... It says that it sees the wifi and is connected, but my macbook air cannot see it no matter what I do. For God Sake HELP ME before I throw this piece of crap in the dumpster!

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HP Support Agent
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Maximum Frustration!!!!!!!

@OMG44, Welcome to HP Support Community!

 

To be able to assist you better, I would like to know the following:

  • Are the printer and PC connected to the same network?
  • Is your router dual-band enabled i.e., both 2.4GHz and 5GHz?
  • What is the distance between the router and the printer?
  • Is there any antivirus software installed on your computer?
  • Could you perform a ping test using the Mac Network Utility and let me know the results?

Use the printer IP address to perform a ping test, the printer IP can be located by selecting the wireless icon on the printer display.

 

The wireless status menu on your Mac should also give us quite a lot of information that would help us identify the issue. You can press and hold option-click the WiFi icon and then use shift-command-5 to take the screenshot. Press the space bar when the icon turns into a camera. Share the ping test results and the screenshot with us.

 

Also, check with your Internet service provider if your router is able to forward 'Bonjour packets'. 

Bonjour locates devices such as printers, other computers, and the services that those devices offer on a local network using multicast Domain Name System (mDNS) service records. The software comes built-in with Apple's macOS and iOS operating systems.

 

Keep me posted for further assistance.

 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

TEJ1602
I am an HP Employee

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OMG44
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Printer Problems


Q: Are the printer and PC connected to the same network?
A: No, the PC is connected, the printer sees NOTHING.

Q: Is your router dual-band enabled i.e., both 2.4GHz and 5GHz?
A: Yes

Q: What is the distance between the router and the printer?
A: Approximately 8 feet.

Q: Is there any antivirus software installed on your computer?
A: No, other than what comes with the MacBook Air.

Q: Could you perform a ping test using the Mac Network Utility and let me know the results?
A: I don't seem to have a Mac Network utility. I even did a search in my apps. I don't understand 'ping'

Q: The wireless status menu on your Mac should also give us quite a lot of information that would help us identify the issue.
A:attached

Screen Shot 2019-11-18 at 10.33.50 AM.jpg

Q: Also, check with your Internet service provider if your router is able to forward 'Bonjour packets'.
A: This 'Bonjour' thingy came out in the printer status page. It says Bonjour is enabled and gives a service name. Obviously it does not work.

I was hoping this would be an easy install, but I guess I'll just hardwire the **bleep** thing into my laptop. My husband will have to email me whatever he wants printed. I'll never buy another HP printer again.

 

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@OMG44

 

Thanks for replying!

 

Use the HP Smart app to connect the printer to your wireless network.

  1. Make sure your computer is connected to your wireless network.

  2. Download and install the HP Smart app from 123.hp.com.

  3. Turn on the printer. If the printer is in sleep mode, press the Cancel button on the control panel.

  4. Prepare the printer for a wireless network connection.

    NOTE: 

    You must complete the network setup within 2 hours.

    • For most HP printers: Press and hold the Wireless and Cancel buttons until the Wireless and Power lights blink.

  5. On your computer, open the HP Smart app.

    • If you are using the HP Smart app for the first time, the app automatically searches for new printers.

    • If you have used the HP Smart app before, click the Printers tab.

  6. Click Set Up a New Printer, and then click Continue.

    HP Smart searches for printers on your wireless network.

  7. Select your printer, and then click Continue.

  8. When prompted, type the WEP or WPA key (network password).

    If you do not know your network password, go to Find Your Wireless WEP, WPA, WPA2 Password.

  9. After the printer connects to your wireless network, click Continue, and then click Exit Setup.

    Once the printer connects to the wireless network, the blue Wireless light on the control panel turns on solid.

Alternatively, connect the printer to the Mac with a USB cable, and then change the connection to wireless in HP Utility.

  1. Connect a USB cable to the USB port on the rear of the printer  and to the computer.

  2. Click the Apple menu, and then click System Preferences.

  3. Depending on your OS version, click Print & Scan or Printers & Scanners.

  4. Click the Plus sign, and then click Add Printer or Scanner.

    Example of the Printers & Scanners window

  5. Click the name of your printer with USB under Kind.

  6. On the Use menu, select the name of your printer, and then click Add.

    NOTE: 

    AirPrint is the default driver. To access all printer features, including HP Utility, select the HP printer name.

  7. Click the name of your printer, and then click Options & Supplies.

  8. Click Utility, and then click Open Printer Utility.

    Opening Printer Utility

  9. In HP Utility, click Wireless Setup.

     Wireless Setup in  HP Utility

  10. Make sure your network displays on the Confirm Wireless Settings window, and then click Continue to complete the wireless configuration.

    Confirm Wireless Settings window

  11. If your network does not display on the Confirm Wireless Settings window, connect to the correct network.

    1. Select No, I want to choose another network, and then click Continue.

      A list of available wireless networks displays.

    2. Select your wireless network from the list or type your network SSID in the Wireless Network Name field, and then type your network password in the Password field.

      If you do not know your network password, go to Find Your Wireless WEP, WPA, WPA2 Password.

    3. Click Continue.

  12. After the network connection is configured, click Done, and then disconnect the USB cable from the printer and the computer.

    Once the printer connects to the wireless network, the blue Wireless light on the control panel turns on solid.

  13. In the Printers & Scanners or Print & Scan window, click the name of your printer, click the Minus sign, and then delete the USB installed printer.

  14. Click the Plus sign, and then click Add Printer or Scanner.

  15. Click the name of your printer with the text Bonjour listed under Kind, click the Use or Print Using box, and then select the name of your printer in the pop-up menu.

  16. Click Add to add the printer to the list.

Keep me posted. 

 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

TEJ1602
I am an HP Employee

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OMG44
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Nope, nope, and nope. Did this several times. However now the printer seems to be on a wireless network because the light stays on and hp says its on..... my laptop STILL cannot see it nor print to it wirelessly.  

Thank you for trying to help, but this 'boat anchor' is going to have to be a manual, hard wired printer in order to work with my machine. Really hoped this was going to be simple.

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@OMG44

 

Let me check if we have another way to isolate the issue. I will write to you soon.

 

Thanks for understanding.

TEJ1602
I am an HP Employee

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@OMG44

 

Search for Network Utility in Spotlight. It is the magnifying glass in the top right corner on the Mac. Perform the ping test and share the results.

Try to separate the 2.4 GHz and 5 GHz channels on the router if you continue to have connectivity issues.

 

Keep me posted for further assistance.

TEJ1602
I am an HP Employee

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OMG44
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Thank you for helping me find the network utility. Here is the ping info:

 

Screen Shot 2019-11-20 at 4.35.33 PM.jpg

Didn't know I could separate the GHz's on the router. All I know is that the router says it is a 'dual' GHz.....?

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@OMG44

 

The ping results show that the devices are unable to communicate with each other.

 

Check with your Internet service provider if your router is able to forward 'Bonjour packets'. 

Bonjour locates devices such as printers, other computers, and the services that those devices offer on a local network using multicast Domain Name System (mDNS) service records. The software comes built-in with Apple's macOS and iOS operating systems.

 

Keep me posted for further assistance.

TEJ1602
I am an HP Employee

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